Value Stream Lead – Customer Experience

About GallagherOur purpose at Gallagher is ‘Protect what matters most’ and we live it every day, whether that’s protecting the world’s highest security environments or agricultural businesses, we care deeply about our people, their families, and our wider communities.Gallagher Security is on a mission to unlock more value for our customers through the power of our people and solutions. Our culture is entrepreneurial in spirit, complex, challenging, and ever changing. With operations in New Zealand, Australia, Asia, Africa, USA, Canada, the UK and Europe and exports to 140 countries, we’re proud to be unlocking globally focused career paths for New Zealand based candidates.We’re painting the future of what’s possible. Come join us!The OpportunityWe’re looking for a strategic and hands-on product leader to shape and deliver exceptional customer experiences across one of Gallagher’s most critical R&D value streams. You’ll be responsible for a team of People Leaders and their technical squads, ensuring seamless, meaningful interactions across the customer journey.This role balances strategy and operational oversight - you’ll drive long-term value, resolve escalations, work closely with global support teams, and ensure your team operates efficiently while delivering high customer satisfaction.In this role you will:Define and deliver the Customer Experience Value Stream strategy, aligned to Gallagher Security’s global objectivesOversee customer escalations, product issues, and 24/7 support collaboration with US-based teamsBalance immediate delivery needs with long-term improvements in service and valueChampion, empower, and grow your team, fostering trust, autonomy, and high performanceBuild strong relationships with internal stakeholders and strategic partners, aligning teams around shared goalsTrack performance, analyse KPIs, and act on customer insights to continually improve processes and outcomesDrive innovation through AI, call transcription, customer bots, language support, and integration with IS, ensuring smarter, more scalable customer solutionsRepresent the value stream across the enterprise, ensuring visibility, alignment, and accountabilityEnjoy opportunities for international travel, connecting with global teams and partnersThe FitYou are a customer focused leader with experience at the intersection of technology, strategy, and service delivery. You bring at least five years of experience in product, value stream, or customer leadership roles, with a proven ability to balance operational excellence, strategy, and team development.You’ll bring:Strong commercial acumen with a track record of delivering measurable business resultsExperience mentoring teams and developing future leadersAbility to engage with diverse stakeholders from technical experts to executive leadersA forward-thinking, creative approach to strategy execution and operational oversightDemonstrated success in business transformation, technology-enabled change, and continuous improvementExceptional communication skills to simplify complexity and inspire teamsWhy Gallagher?At Gallagher, you’ll join a high-performing, collaborative team where ambition and innovation are celebrated. This role allows you to shape a strategically significant value stream, lead transformation at scale, and make a real impact on Gallagher’s global growth journey.We also offer:Competitive salary and annual bonus schemeLife and Disability Insurance and KiwiSaver on-topFlexibility - office-based with the freedom to work from home occasionallyGlobal career pathways and international travel opportunitiesIf you are ready to take a pivotal leadership role, delivering outstanding customer experiences while leading a high-performing team, we’d love to hear from you. You’re welcome to reach out for a confidential conversation to explore the opportunity further.